SLAs:
Dead or
Alive?
14 | THE DATA CENTER JOURNAL
www.datacenterjournal.com
By jeffrey r clark phd
Business is a multi-tiered system in which delivery of service or
goods at one level first requires delivery of service or goods at
another level, and so on up or down the chain. Part of keeping
this system running smoothly is ensuring that delivery is on
time and as promised. For the IT tier, one tool that companies
rely on to guarantee they have the resources they need to do
business is the service-level agreement (SLA).